Serenata Flowers Reviews

Name: Serenata Flowers
Rating: 3.38

3.4 Rating 5,966 Reviews

57 %

of reviewers recommend Serenata Flowers

Company Reviews

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Metrics

3.4

Based on 5,966 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 57%
Accurate And Undamaged Orders	Greater than 58%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	1.5 out of 5
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Just cannot express enough just how horrific the service I had from this company. This was such a sensitive issue and am still in shock how bad they were. My stepfather passed away a few months back, and my mother has understandably been a mess since then. They were married for over 30 years, and this was her first Valentine’s Day without him. Obviously, a horrible day, so just as a small gesture, we ordered some flowers for my mum from her grandson (my son). I ordered them in plenty of time and was sent a text at roughly 1pm on the day saying they had been delivered. I spoke to my mum a few hours later and she had still not received them. Obviously, this also spoiled the surprise as I had to tell them about the flowers, but she confirmed nothing had arrived. About 5pm, I tried messaging them through their chat system, but they kept me in a queue for nearly an hour. I had to leave in the end as I needed to go to work, so I sent them an email explaining this and pretty much pleading with them to sort this out due to how sensitive the issue was. I appreciate mistakes get made, but how they’re dealt with defines a company in my opinion. I didn’t get an email from them until lunchtime the next day. There was no apology and they told me they would simply need to investigate with the driver before they could comment. I couldn’t understand this, they eventually sent me a photo of the flowers that had been delivered and left in a garden against the wall. I explained that this was not my mums house as she didn’t have gravel (which was in the photo) so they had clearly delivered it to the wrong address. It took about 5-6 messages before they admitted a mistake had been made. There was no apology, and the only 2 options they gave me was to have a refund (with no compensation) or they would deliver the same flowers as initially ordered, but 2 days later. Obviously, by this point, the order was pointless as they had ruined this surprise for my mum. And as it was late in the day, the day after Valentine’s Day, that it was confirmed that I would be getting no help or resolution, I couldn’t get any flowers ordered from anywhere else. Horrific company with no sensitivity or compassion whatsoever. I asked the person I spoke to what the complaint process was, and how I could escalate this, and she told me that it was only her, and there was nothing more anyone else could do. So please don’t comment on this post from the company that you’re sorry, it would just be fake at this stage.”

Helpful Report

Posted 2 years ago

“Ordered flowers for delivery to crematorium, as I was short of time.I paid a total £52. Process was easy & they were delivered on time. However, when I arrived at the crematorium and viewed my flowers alongside those of others I was ashamed of the sad little offering that had been sent with my name on it. How I wish I'd just nipped into Tesco, or even a service station. For half what I had paid, I could have got a really beautiful bouquet. My advice? Don't touch them with a barge poll.”

Helpful Report

Posted 2 years ago

“I purchased flowers for valentines day the day before showing online that gree of charge it was almost guaranteed to be delivered. It is now the 15th at 1800 almost and still not here. A manager online said, via email as no contact number, that I should have read all of the legal jargon other than it said it would deliver in time between 8 and 8 so will not get a refund until 24hrs have passed the actual delivery time.”

Helpful Report

Posted 2 years ago

“My boyfriend ordered flowers from Serenata for valentines and it was confirmed on email as delivered to the recipient when it wasn't. I turned for customer support and they sent me a picture where the flowers was left outside IN THE OPEN FOR ANYONE TO GET ON VALENTINES DAY. I obviously asked for a refund as this was really negligent and customer support did not even apologise about what happened and is refusing for a refund for something that was never delivered to its recipient. CLEARLY, they don't care about their customers and is not very responsible. I will NEVER RECOMMEND this shop to anyone. No one needs disappointment.”

Helpful Report

Posted 2 years ago

“Trustpilot reviews Flower Market SerenataFlowers.com Overview Reviews About SerenataFlowers.com Reviews 198,462 • Great TrustScore 4 out of 5 3.9 VERIFIED COMPANY In the Flower Market category www.serenataflo wers.com Company activity See all Angela 10 reviews Rated 2 out of 5 stars 6 minutes ago Lost my custom Sent to a friend who had left hospital the day before. Her family were in the house all day. Got a message to say delivered. I wondered why my friend had not acknowledged after most of the day gone. I had to ask my friend who replied nothing came? Contacted company found they were left between two dustbins with no doorbell ring or card notification of delivery. I had mistakenly ordered the ones that come in a box I admit to that but after using this company several times before and being very happy I would not recommend or use again. Company did not seem to care as I can see from other reviews”

Serenata Flowers 2 star review on 30th January 2023

Helpful Report

Posted 2 years ago

“I received a gift of an orchid in a ceramic pot but whilst the orchid is fine it arrived with a broken pot. I emailed the complaints dept and sent a picture and pointed out that a sheet of brown paper was not an adequate protection, but was told the pot is classed as an add on and a cannot be replaced!! I did point out that the plant and the pot are sold as an entity and not as a choice re the pot but all that has happened is the sender was given a 15% refund. I am not sure that calling the pot an add on is legal but I certainly will not use this company myself.”

Helpful Report

Posted 2 years ago

“Ordered flowers, teddy bear and personalised card for sister as her dog of 12 years had sadly passed. The flowers were sent to incorrect address which meant she did not receive them until hours later. The flowers were in good condition but the personalised card with the message attached was not included within the delivery! I made a complaint and the response I received was mistakes do happen and the price of the card refunded. The occasion was what I paid for and this was spoilt really disappointing! Order number 2214798735”

Helpful Report

Posted 2 years ago

“Poor packaging broken crushed and wilted flowers. Extremely disappointed I could have bought better from aldi and far far cheaper. Needless to say I will not be using them again. What a disappointment for the person I sent them too, shameful.”

Serenata Flowers 1 star review on 9th January 2023

Helpful Report

Posted 2 years ago

“I ordered flowers for my mother-in-law for Christmas. They arrived on the correct day-Friday 23rd December. However, the packaging was damaged and the flowers started to wilt and die within days. After 6 days they had all died and had to be thrown away. I contacted customer services to let them know but they wanted photographs. My mother-in-law doesn't have a smart phone so we didn't have photos. I had contacted them in case there had been a specific problem with a supplier as we had sent flowers from this company before and been happy with them. However, I will not be using them again, as I believe that the mark of a good company is how it handles complaints and this one has been very disappointing.”

Helpful Report

Posted 2 years ago

“Had an issue with address, contacted them to rectify and was informed that i would have to repurchase and pay again. It is not worth giving your mobile detail as they do not contact you. I have been in retail for 35 years and never had such bad level of custoner service. Would not recommend this company to anyone. Choose a company who have values and standards, This company has none.”

Helpful Report

Posted 2 years ago

“Ordered, albeit it late on Friday, did not arrive till Tuesday after I chased them on Monday. Sent to my Aunt who has Parkinson's, I had put be patient on the order as she takes time to get to door. Fortunately my parents who are in their 80's were visiting. My Mum went to answer the door but the driver was down the path and flowers left on doorstep. Fortunately they were there as the potted display was all out of the pot and earth all over the inside of the box and all paperwork wet, including the card. My Dad reportted the plants but some were broken and my Aunt was quiet upset. Unfortunately my parents did not think to take pictures and didn't tell me till they got home. Complained about delivery time and state of flowers but won't do anything without pictures, and my Aunt does not have a mobile. Won't be using them again, will contact local shop to check how they deliver in future and cut out the middle man. Very disappointed.”

Helpful Report

Posted 2 years ago

“I am so happy with my bouquet, as always! I have been ordering from SerenataFlowers for 8 years now and I'm so grateful that they have been there to make family moments extra special. :)”

Serenata Flowers 5 star review on 10th December 2022

Helpful Report

Posted 2 years ago

“Do NOT use them. Worst experience ever. I ordered and paid for flowers last Friday for my daughter’s birthday to be delivered the following Tuesday. Still no flowers!! It was her first time without her family on her birthday and I really wanted to make it special for her. They’re now saying they will not refund even though flowers were never delivered!!! Worst ever”

Serenata Flowers 1 star review on 7th December 2022

Helpful Report

Posted 2 years ago

“I ordered flowers for my mums birthday. Paid for premium delivery too. The problem is they have no control of their courier. And sometimes the courier doesn’t show up. Awful service as they keep telling you they are trying to get through to the courier all day. The courier is not contactable. Other flower services are far superior. Avoid at all costs. And don’t expect them to sort things out if things go wrong.”

Helpful Report

Posted 2 years ago

“Ordered flowers to take to a funeral. No foliage in a cheap looking bouquet, wrapped in crumpled brown paper, Flowers had become bent in the delivery box. We will not be taking this waste of money, but will stop on route and buy a few bunches of flowers in a garage. Certainly cheaper and better value. I will not buy from this company again”

Helpful Report

Posted 2 years ago

“A very disappointing experience. Received an email stating flowers had been delivered. They had not! It took a further two days to receive a response and no apology, no explanation, no compensation and only an email asking for another date to deliver. I requested a refund, explanation and compensation for spoiling a surprise for a poorly relative. I have only received a refund. Appalling and will not use this company again. Helen”

Helpful Report

Posted 2 years ago

“Gto the local Asda for flowers, stay well away from serenata . I have no idea what the product is like as it was never delivered and I have wasted 38 pounds. Don’t buy anything from this company, you cannot trust them. The website is misleading and their customer service staff, although polite, have no real intention of helping you. My order was due 1 week ago but they tried to deliver to a school at 9 pm, or at least they say they did. I paid 4.99 for priority delivery and the description of this seems fine. Unfortunately it only guarantees delivery from 7 am until 9 pm but to find out this information you have to dig through the entire Ts and Cs. They don’t tell you this up front and you think the 4.99 is for a delivery the next day. Even the second day when they “try” to re-deliver they do it at the same time- to a school at 9pm! It’s clear that they and their couriers couldn’t give a monkeys once they have your money. I only gave one star as I had to, it should be none!”

Helpful Report

Posted 2 years ago

“Flowers were broke and wilted Customer Service disgusting I was told to put flowers in water THEY WERE BRIKEN OR DEAD DO NOT USE THIS COMPANY THEY truly don’t care once had your money OUTRAGEOUS”

Serenata Flowers 1 star review on 14th November 2022

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Posted 2 years ago

“Terrible service. I sent my mother flowers for her 80th birthday as I live overseas, they dropped them on the doorstep in the rain without ringing the bell. My mother had no idea they were there so didn't get them for her birthday and found them soaked and miserable looking the next day,”

Helpful Report

Posted 2 years ago

“Really disappointed with the flowers, nothing like the photograph on their website. I won’t be using them again. Expensive for very little”

Serenata Flowers 1 star review on 4th November 2022

Helpful Report

Posted 2 years ago

Serenata Flowers is rated 3.4 based on 5,966 reviews